Mastering ISO 20000: A Step-by-Step Guide to Implementing IT Service Management
This comprehensive course is designed to provide participants with a thorough understanding of the ISO 20000 standard and its implementation in IT service management. Upon completion of the course, participants will receive a certificate issued by The Art of Service.Course Features - Interactive and Engaging: The course is designed to be interactive and engaging, with hands-on projects and real-world applications.
- Comprehensive and Personalized: The course covers all aspects of ISO 20000 and IT service management, with personalized attention to each participant's needs.
- Up-to-date and Practical: The course is updated regularly to reflect the latest developments in ISO 20000 and IT service management, with a focus on practical applications.
- High-quality Content and Expert Instructors: The course features high-quality content and expert instructors with extensive experience in ISO 20000 and IT service management.
- Certification and Flexible Learning: Participants will receive a certificate upon completion of the course, and can access the course materials at any time, from any device.
- User-friendly and Mobile-accessible: The course is designed to be user-friendly and accessible on all devices, including mobile phones and tablets.
- Community-driven and Actionable Insights: The course includes access to a community of professionals and provides actionable insights that can be applied in real-world situations.
- Lifetime Access and Gamification: Participants will have lifetime access to the course materials and can engage in gamification activities to track their progress.
Course Outline Chapter 1: Introduction to ISO 20000 and IT Service Management
Topic 1.1: Overview of ISO 20000
- Definition and purpose of ISO 20000
- Benefits of implementing ISO 20000
- History and development of ISO 20000
Topic 1.2: IT Service Management Fundamentals
- Definition and purpose of IT service management
- Key concepts and principles of IT service management
- Benefits of implementing IT service management
Chapter 2: Service Management System (SMS) Requirements
Topic 2.1: SMS Overview
- Definition and purpose of SMS
- Key components of SMS
- Benefits of implementing SMS
Topic 2.2: Service Management Policy and Objectives
- Definition and purpose of service management policy
- Key components of service management policy
- Benefits of implementing service management policy
Topic 2.3: Service Management Organization and Roles
- Definition and purpose of service management organization
- Key roles and responsibilities in service management
- Benefits of implementing service management organization
Chapter 3: Service Management Processes
Topic 3.1: Service Desk and Incident Management
- Definition and purpose of service desk and incident management
- Key processes and procedures for service desk and incident management
- Benefits of implementing service desk and incident management
Topic 3.2: Problem Management
- Definition and purpose of problem management
- Key processes and procedures for problem management
- Benefits of implementing problem management
Topic 3.3: Change Management
- Definition and purpose of change management
- Key processes and procedures for change management
- Benefits of implementing change management
Chapter 4: Service Management Technology and Tools
Topic 4.1: Service Management Software and Tools
- Overview of service management software and tools
- Key features and benefits of service management software and tools
- Selection and implementation of service management software and tools
Topic 4.2: IT Service Management (ITSM) Tools
- Overview of ITSM tools
- Key features and benefits of ITSM tools
- Selection and implementation of ITSM tools
Chapter 5: Implementing and Maintaining ISO 20000
Topic 5.1: Implementing ISO 20000
- Key steps and activities for implementing ISO 20000
- Challenges and obstacles in implementing ISO 20000
- Best practices for implementing ISO 20000
Topic 5.2: Maintaining ISO 20000
- Key activities and processes for maintaining ISO 20000
- Challenges and obstacles in maintaining ISO 20000
- Best practices for maintaining ISO 20000
Chapter 6: Auditing and Certification
Topic 6.1: Auditing ISO 20000
- Key steps and activities for auditing ISO 20000
- Challenges and obstacles in auditing ISO 20000
- Best practices for auditing ISO 20000
Topic 6.2: Certification and Compliance
- Key steps and activities for achieving certification and compliance
- Challenges and obstacles in achieving certification and compliance
- Best practices for achieving certification and compliance
Chapter 7: Continual Improvement
Topic 7.1: Continual Improvement Overview
- Definition and purpose of continual improvement
- Key components of continual improvement
- Benefits of implementing continual improvement
Topic 7.2: Continual Improvement Processes and Procedures
- Key processes and procedures for continual improvement
- Challenges and obstacles in implementing continual improvement
- ,
Chapter 1: Introduction to ISO 20000 and IT Service Management
Topic 1.1: Overview of ISO 20000
- Definition and purpose of ISO 20000
- Benefits of implementing ISO 20000
- History and development of ISO 20000
Topic 1.2: IT Service Management Fundamentals
- Definition and purpose of IT service management
- Key concepts and principles of IT service management
- Benefits of implementing IT service management
Chapter 2: Service Management System (SMS) Requirements
Topic 2.1: SMS Overview
- Definition and purpose of SMS
- Key components of SMS
- Benefits of implementing SMS
Topic 2.2: Service Management Policy and Objectives
- Definition and purpose of service management policy
- Key components of service management policy
- Benefits of implementing service management policy
Topic 2.3: Service Management Organization and Roles
- Definition and purpose of service management organization
- Key roles and responsibilities in service management
- Benefits of implementing service management organization
Chapter 3: Service Management Processes
Topic 3.1: Service Desk and Incident Management
- Definition and purpose of service desk and incident management
- Key processes and procedures for service desk and incident management
- Benefits of implementing service desk and incident management
Topic 3.2: Problem Management
- Definition and purpose of problem management
- Key processes and procedures for problem management
- Benefits of implementing problem management
Topic 3.3: Change Management
- Definition and purpose of change management
- Key processes and procedures for change management
- Benefits of implementing change management
Chapter 4: Service Management Technology and Tools
Topic 4.1: Service Management Software and Tools
- Overview of service management software and tools
- Key features and benefits of service management software and tools
- Selection and implementation of service management software and tools
Topic 4.2: IT Service Management (ITSM) Tools
- Overview of ITSM tools
- Key features and benefits of ITSM tools
- Selection and implementation of ITSM tools
Chapter 5: Implementing and Maintaining ISO 20000
Topic 5.1: Implementing ISO 20000
- Key steps and activities for implementing ISO 20000
- Challenges and obstacles in implementing ISO 20000
- Best practices for implementing ISO 20000
Topic 5.2: Maintaining ISO 20000
- Key activities and processes for maintaining ISO 20000
- Challenges and obstacles in maintaining ISO 20000
- Best practices for maintaining ISO 20000
Chapter 6: Auditing and Certification
Topic 6.1: Auditing ISO 20000
- Key steps and activities for auditing ISO 20000
- Challenges and obstacles in auditing ISO 20000
- Best practices for auditing ISO 20000
Topic 6.2: Certification and Compliance
- Key steps and activities for achieving certification and compliance
- Challenges and obstacles in achieving certification and compliance
- Best practices for achieving certification and compliance
Chapter 7: Continual Improvement
Topic 7.1: Continual Improvement Overview
- Definition and purpose of continual improvement
- Key components of continual improvement
- Benefits of implementing continual improvement
Topic 7.2: Continual Improvement Processes and Procedures
- Key processes and procedures for continual improvement
- Challenges and obstacles in implementing continual improvement
- ,